Experience

Global HR Research

• United States
• Human Resources
• 100 - 200 Employee

• Sr. Director of Account Management

  • Jun 2018 - Present

  Better Candidates. Smarter Hires. Incomparable Customer Service. You need more than me too background screening. You need pre-hire intelligence, and you need it from a company with unmatched adaptability, experience, and customer service. Global HR Research gives you all of that in a set of pre-hire screening , compliance and risk management solutions — a comprehensive set of tools that helps you make better hiring decisions, faster. When you’re tired of your current approach to hiring, talk to us about how pre-hire intelligence can help you make smarter hires … today. We’re on the Web at www.ghrr.com. Specialties: Pre-hire intelligence solutions including - Talent Screening, Background Screening, Employment Screening Substance Abuse Testing, Occupational Health Screening, Applicant Tracking, Electronic Signatures, Electronic I-9 and E-Verify, Employee On-Boarding About Global HR Research: Global HR Research combines advanced screening technology, data and business analytics to deliver better background screening programs to thousands of customers and their candidates. Serving small businesses to Fortune 500 companies across the country, Global HR Research –recognized for the past seven years in HRO Today Magazine’s “Bakers Dozen” List of top national background screening providers and by Workforce Magazine’s “Hot List” of top background screening providers for five of the past six years – is accredited by the National Association of Professional Background Screeners (NAPBS) as recognized by the Background Screening Credentialing Council (BSCC). Show less



First Advantage

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Director, Customer Success

  • Feb 2016 - Jun 2018

  Functions as an effective change manager. Adjust team priorities to meet goals and commitments. Responds effectively to changing demands to re-allocate and re-prioritize resources as needed. Contributes to development of Major-market Customer Success Managers through hands-on coaching, mentoring, and management. Develop and maintain productive team environment supporting retention and growth of strategic accounts. Gather, evaluate, and report performance metrics for assigned clients to identify and correct key issues affecting client satisfaction and program success, including traditional client satisfaction statistics and measurements of client profitability and acquisition costs.Drive customer excellence by supporting, supervising, and overseeing Customer Success Managers to ensure delivery of contracted services. Promote sales opportunities. Track product/revenue trends and competitive threats. Focus efforts on providing superior service and solutions to new and existing customers. Develop Executive-level relationships and regularly identify and create collaboration opportunities for and with key client buyers. Travel up to 30% to mentor and support Customer Success Managers during meetings with new and existing clients, including creating presentations and helping to identify improvement opportunities. Conduct and develop overall team meetings, employee one-on-one developmental meetings, and annual employee reviews.• Serve as point of contact for escalated issue resolution, internally and externally.• Collaborate with internal departments to ensure client satisfaction.• Prepare reports and metrics for quarterly executive CEO meeting.• Oversee daily monitoring of accurate employee utilization of CRM, revenue pipeline, and at-risk client reporting.• Responsible for retention and growth of up to 300 accounts worth more than $60 million in revenue. Show less

• Manager, Account Management

  • Mar 2013 - Feb 2016

  Provided hands on leadership to three distinct teams within the Account Management department (33 employees) to include, mentoring, development, and training all teams. Collaborated with internal departments in order to ensure customer satisfaction. Monitored CRM utilization, sales revenue pipeline and customer At Risk reporting. Drove client satisfaction as well as retention and growth of middle-market (500 clients) and small business client (45,000+ clients) tiers. Developed strategic initiatives to drive additional client revenue and retain existing client base. Assisted with closing B2B upsells and contract negotiations, using consultative sales approach. Developed and led various executive-level projects simultaneously. Conducted on-site/WebEx client meetings and business reviews, involving 25% travel.• Assisted with reducing middle-market client base attrition rate to single digits.• Developed and implemented process improvement initiatives, departmental goals, and objectives. Show less



LexisNexis (Screening Solutions Acquired by First Advantage)

• United States

• Senior Account Manager

  • Jan 2012 - Mar 2013

  Maintained and grew book of business revenue stream via strategic deployment of resources required to drive the penetration of LexisNexis’ solutions. Coordinated with client, operations management and technology to ensure service levels were maintained. Developed consultative sales account plans detailing relevant client and industry information and specific risk history. Analyzed client account trends and provided recommendations on potential changes to client’s programs. Provided solutions to critical business issues by analyzing the root cause in order to determine the best resolution for the issue. Updated and maintained knowledge of all aspects of client’s background screening and/or occupational health programs including scope of work, account and package configurations, pricing, handling procedures and adjudication matrices. Established and maintained excellent client relationships; as well, upsell and cross sell into the existing client base. •Top Sr. Account Manager and overall Account Manager in 2012. •Utilized business analysis tools in order to identify and track revenue trends, recognize sales opportunities, target specific sales activities and analyze competitive threats. •Conducted onsite client visits, in order to present Quarterly Business Reviews; as well as, discuss overall account performance. 50% travel •Managed customer contractual documentation to include MSAs, Schedule As, Statements of Work, SLAs, SOPs and RFP proposal responses. Show less



LexisNexis

• IT Services and IT Consulting
• 700 & Above Employee

• Non-Profit Account Manager

  • Nov 2010 - Jan 2012

  Managed a book of Enterprise level Non-Profit clients and successfully grew the overall incremental revenue by 10%, achieving goal. Proactively established strong partnerships with key personas within each account ensuring strong political alignment. Coordinated cross-functionally to ensure clients’ expectations were met and exceeded. Established a solid business relationship with the Regional Sales Managers, by assisting with the new non-profit client business within their assigned territories. Assisted new non-profit customers with the application, contract, setup and on-boarding process. Provided internal leadership in a heavily matrixed environment managing several cross functional resources.•Conducted Quarterly Business Reviews with top 25 existing non-profit accounts; in person and via webex. 20% travel•Attended national non-profit trade shows in order to maintain and strengthen existing client relationships; as well as, acquire new business. 40% travel•Utilized web based data warehouse to identify areas of opportunity where LexisNexis could create additional value for each client. Show less

• Client Advocate

  • Aug 2009 - Nov 2010

  Responsible for retention and growth of $3.3M Portfolio; comprised of Strategic and Middle Market clients who utilized enhanced LexisNexis Risk Solutions background screening products and services. Measured, analyzed, and increased customer health and value indicators (leading and KPI). Identified and pursued cross-sell and up-sell opportunities. Executed the strategic account plan and infused customer needs into the innovation strategy. Drove customer adoption, to ensure LexisNexis was the vendor of choice for each client’s background screening business, and; therefore increasing revenue. Maintained and negotiated contracts and addendums.•Functioned as the client’s primary contact and provided assistance with product questions, background/drug screening report interpretation and billing inquiries. •Proactively monitored the clients’ revenue trends and provided management with customized reports, detailing reasons for any revenue increases or declines.•Worked closely with the Sales and Operations departments to ensure that all new account implementations were handled correctly.•Acted as a liaison for the client with the Sales, Operations and/or IT departments in order to resolve clients’ problems and concerns.•Trained new clients on our web based products; and, conducted training courses as necessary for existing customers. Show less

• Customer Service Supervisor

  • Oct 2006 - Aug 2009

  Managed and led a team of Customer Service Representatives to exceed company defined performance goals and SLA’s. Analyzed call trends and implemented process improvements in order to drive client satisfaction as measured by Net Promoter Score. Proactively drove Client satisfaction by call monitoring and Client Sat. surveys. Coordinated meetings and prepared various analytical reports for executive management in order to track Customer Service performance metrics. •Established Employee Recognition initiatives and reward incentives.•Conducted Team meetings in order to motivate employees, discuss process improvement opportunities and overall company initiatives.•Identified staffing needs; as well as, interviewed and recruited new employees. Show less